American Institute of Certified Planners (AICP) Practice Exam

Inviting the citizen into the office with another staff member is the most appropriate course of action when dealing with an angry individual. This approach allows for a more controlled environment where the situation can be de-escalated. By bringing a second staff member into the conversation, it ensures that there is support and additional perspectives can be shared, which can help to diffuse tensions.

Public officials have a responsibility to engage with constituents, even when emotions run high, and doing so in a professional setting demonstrates a willingness to listen and address concerns. This approach not only fosters better communication but also reassures the citizen that their concerns are taken seriously, potentially leading to a constructive dialogue.

While the other options involve confrontation or escalation, which are not suitable for resolving conflicts in a public service environment, inviting the citizen to speak in a controlled setting prioritizes safety, empathy, and effective communication.